Under the supervision of the Emergency Communications Shift Supervisor or Emergency Communications Assistant Shift Supervisor, performs responsible communications work in the operation of all telecommunications equipment in the 9-1-1 Emergency Communications Center. Work involves the operation of a Computer Aided Dispatch system and may include rendering aid on the telephone in emergency situations. Incumbents are responsible for answering telephone calls from the public, taking complaints, evaluating the need for emergency service assistance, accurately and quickly dispatching the appropriate emergency service personnel, and performing related record keeping tasks. Incumbents exercise independent judgment in accordance with established departmental rules and regulations. Work is reviewed through reports, conferences, and personal observations of goals and objectives attained. Performs other work as requested.

ESSENTIAL WORK TASKS

Monitors, receives calls, and broadcasts on multiple radio frequencies; receives requests for emergency services by telephone or radio; determines nature of required assistance, location, and other pertinent information; dispatches required units according to standard operating procedures.
Operates audio telecommunications and computer equipment with a high degree of accuracy; maintains applicable logs and forms.
Relays information as required to hospitals, emergency vehicles, and members of certain agencies, as well as other agencies and/or firms/companies.
Uses maps, cross reference books, phone books, Internet, Metronet, and other resources made available to locate street addresses and/or other information.
Reports equipment hardware and software malfunctions to the supervisor.
Prepares, types, and files reports pertaining to the 9-1-1 Emergency Communication Center as necessary.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of emergency first aid practices, procedures, and policies.
Knowledge of the road, street system, and geography of the City-Parish and adjacent areas.
Knowledge of rules, regulations, local traffic conditions, and patterns in order to select the closest, most appropriate emergency vehicles to respond.
Skill in the operation of modern office equipment, such as the telephone, typewriter, computer terminal, printer, and copier.
Ability to multi-task by actively listening and typing in a fast-paced, high-pressure environment.
Ability to operate a two-way radio, telephone, and related communications equipment quickly and accurately at all times.
Ability to explain emergency first aid procedures calmly and clearly.
Ability to speak clearly and concisely in a well-modulated voice and to use good diction.
Ability to understand and follow oral and written instructions.
Ability to think and act quickly, calmly, and accurately in emergency situations.
Ability to maintain required records and perform typewriting.
Ability to establish and maintain effective working relationships with others.
Ability to elicit complete and accurate information from the public when in a distressed or confused state.
Ability to remain calm in crisis situations.
Ability to apply good work habits such as punctuality, reliability, preciseness, and dependability in order to effectively complete assigned tasks and contribute to the smooth operation of the department and division.

MINIMUM REQUIREMENTS

EDUCATIONAL AND EXPERIENCE

High school diploma, GED, HiSET, or equivalent certificate of competency.

SUBSTITUTIONS

None.

CERTIFICATIONS/LICENSES

Must be National Registry of Emergency Medical Technicians (EMT) Basic certified and certified by Louisiana Department of Health and Hospitals, Office of Public Health, Bureau of Emergency Medical Services as an Emergency Medical Technician-Basic.

OTHER JOB ASPECTS

None.

NOTE:

The work examples described in this specification are intended only as an illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from job performance requirements if the work is similar, related, or a logical assignment to the job.

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